Customer Service FAQs

If you already order from Laerdal, your 8-digit customer number is your User ID. You will need to be assigned a password. Click Here to go to our Log In pages and choose the link that says 'Forgot your password'.

Log in using the assigned password. Once you have logged in there is a link that says 'Change Your Password'. Click on this and customize your password. It must be at least 6 characters long. It can be letters or numbers or any combination. Also, please note it is case-sensitive.

When you place an order, a hold goes against your credit card that may be slightly higher than the actual cost of the order. This is to allow for fluctuations that may occur in tax rates. These holds are not the same as charges, and you are not officially charged for orders until they ship from our warehouse.

You can not change it online or over the phone. All billing address changes must be received in writing. Please complete the Billing Address Update Request form in the "How can we help?" section below or email your request along with your account number to customerservice@laerdal.com

A new shipping address can be added during the checkout process. Log in as you normally would, add your items to the cart and click 'Checkout'. During the checkout process, you will see a button for 'Ship to a different address'. By clicking this button, it will bring you to a screen to create a new shipping address. Please note: We cannot ship to PO Boxes or APO/FPO addresses for online orders. Please call Customer Support if you require USPS.

Expedited orders will ship the same day if they are received by 5pm EST Monday through Friday. If you have an expedited order to place AFTER 5pm EST and you need it to ship out the same day, please call Customer Support for assistance at 877-LAERDAL (523-7325). *Also please be aware if your order contains AHA course completion cards, it may take an additional day to process the order as the code needs to be manually checked prior to shipping.

Orders are shipped as items are available. This means items currently in-stock will ship immediately and then out-of-stock item(s) will ship once they become available in our warehouse. Items that are in stock may come from multiple locations. There is no additional charge to you for shipping if multiple shipments are necessary.

We accept Visa, Mastercard, American Express and Discover. Accounts that have been pre-approved for Net-30 credit terms may use a purchase order. Orders placed with Net-30 terms are reviewed by our finance team prior to shipping.

For sales tax to be waived, a copy of your state's exempt (non-profit and/or governmental) organization certificate, resale certificate, or other applicable form must be on file with Laerdal prior to shipment. For more information on your state's requirements, please look at our Sales Tax Information page.

If you set up a new account online as tax-exempt, your first order will go on a hold status pending receipt of your tax exemption documentation. You will then have 24hrs to provide your tax exempt documentation to Laerdal. If, after 24 hrs, your documentation has not been received any order(s) placed will be released with applicable non-refundable tax charges included. Submit your documentation to the following: Attn: Sales Tax Manager, Fax # 800-256-3916 or email at salestax@laerdal.com

The following is valid for web orders only. Orders placed by any other channel other than the website are subject to weight-based freight. We ship web orders via Fed-Ex Ground to the lower 48 states and shipping is a flat rate of $10.95 regardless of the size of your order. We ship web orders to Hawaii & Alaska via 2nd day and shipping is $31.00 for an order under $500.00*